Connecting to a world of possibilities!
Here's proven Startel performance you can trust. The STARTEL 5700 includes a self-contained
integrated ACD Digital Switch, which performs the following key switching functions:
- Accepts incoming calls from the central
office
- Switches or routs incoming calls to live
agents, generic automated answer, PAA, or voicemail
- Initiates outgoing calls via local or long-distance
lines
The 5700 easily connects DID, Loop, T-1, ISDN and VoIP. And it supports up to 120
agents, providing non-blocking trunking for up to 348 trunks. You get the added
versatility of configuring and defining selective ring times for external calls
as well as internal agents. You can also combine silos of vital information in a
customizable platform that meets each call center's specific requirements.
Other advanced features include:
True ACD Functionality — Handles a large volume of incoming
calls efficiently for precise call routing control.
1 Number Concept — Forwards all client phone numbers to a single
number to avoid the cost of additional DID numbers.
ACD Call STATS Exporting — Lets you export statistics for specific
time periods to comma delimited files that can be imported for analysis into data
handling applications like Microsoft Excel, Microsoft Access, and Microsoft FoxPro.
Agent Monitoring — Vital for training and agent performance
evaluations, this lets supervisors monitor calls of other agents.
Progressive Call Return — A value-added service feature that
lets agents patch a client to multiple calls in a sequential manner for client hands-free
dialing.
Remote Agents — Gives remote agents all the functionality enjoyed
by agents in the office—anywhere, anytime—simply by connecting to the system via
private voice line and modem link.
Service Quality Monitor (SQM) — Provides customizable alerts
to management when the system and/or agents exceed specific selected standards.
Skill Based Routing — Allows specific types of accounts—like
Spanish Speaking or New Hires—to be answered by specific agents.
Harnessing intelligence to empower today’s call centers.
A major pioneering innovation, Startel’s Windows-based Call Management Center features
new "Intelligent Form Routing," which provides the most advanced scripting functionality
ever introduced. Available in both the Message and IntelliForm environment, Startel’s
revolutionary CMC supports both menu and response-based prompt routing to accommodate
even the most complex accounts with the utmost speed and efficiency. The CMC fully
exploits the power of a relational database and comprises Startel's Central Processing
Server, Intelligent Dispatching Server, Switch Communication Link, Administrative
Controls and Agent Interface.
Key CMC features include an IntelliForms Module that combines Intelligent Form Routing
with If, If, If (Conditional) Logic and total math database processing formulas
to accommodate any client requirement. Also included is Intelligent Dispatching,
which allows time-sensitive automatic dispatch scripts to be defined per client
with multiple dispatching methods and steps that inherently know when the message
is filed! After the call is taken, a single keystroke can dispatch the message the
right way every time, eliminating costly dispatch errors.
And recently added was IntelliSpeller, a comprehensive spell-check solution automatically
that spell checks individual lines of messages for agent entries. IntelliSpeller
is also enabled throughout administrative areas for spell checking during account
setup, eliminating errors before they appear in a client account.
Startel's CMC interfaces with Startel's 5700 ACD Digital Switch and Startel's Digital
Bank. The system was designed from the ground up with truly extraordinary flexibility
and functionality--including a fully redundant platform in hot standby mode! And
when you start with Startel, you don’t have to start over. Upgrading to the new
CMC platform is easy, thanks to our migration utility!
Harnessing intelligence to empower today’s call centers.
A major pioneering innovation, Startel’s Windows-based Call Management Center features
new "Intelligent Form Routing," which provides the most advanced scripting functionality
ever introduced. Available in both the Message and IntelliForm environment, Startel’s
revolutionary CMC supports both menu and response-based prompt routing to accommodate
even the most complex accounts with the utmost speed and efficiency. The CMC fully
exploits the power of a relational database and comprises Startel's Central Processing
Server, Intelligent Dispatching Server, Switch Communication Link, Administrative
Controls and Agent Interface.
Key CMC features include an IntelliForms Module that combines Intelligent Form Routing
with If, If, If (Conditional) Logic and total math database processing formulas
to accommodate any client requirement. Also included is Intelligent Dispatching,
which allows time-sensitive automatic dispatch scripts to be defined per client
with multiple dispatching methods and steps that inherently know when the message
is filed! After the call is taken, a single keystroke can dispatch the message the
right way every time, eliminating costly dispatch errors.
And recently added was IntelliSpeller, a comprehensive spell-check solution automatically
that spell checks individual lines of messages for agent entries. IntelliSpeller
is also enabled throughout administrative areas for spell checking during account
setup, eliminating errors before they appear in a client account.
Startel's CMC interfaces with Startel's 5700 ACD Digital Switch and Startel's Digital
Bank. The system was designed from the ground up with truly extraordinary flexibility
and functionality--including a fully redundant platform in hot standby mode! And
when you start with Startel, you don’t have to start over. Upgrading to the new
CMC platform is easy, thanks to our migration utility!
Unsurpassed Performance-Packed Platform!
Elevating messaging and initial data capturing to a whole new level, Startel’s Central
Processing System is one of the most cost-effective platforms on the market. It
combines exceptional hardware/software flexibility and functionality, including
the ability to run a redundant platform in hot standby mode. The system easily interfaces
with the 5700 Digital Switch and Startel's Digital Bank, innovations that have enabled
call centers worldwide to capture and manage messages for clients with the utmost
ease and speed.
Major components of the CPS include a Transaction Processor, Dispatch Server, Switch
Communication Link, Administrative Controls, and Agent Interface. Best of all, you
get tomorrow’s technology today, with next-generation features like Intelligent
Form Routing, which delivers the most advanced scripting functionality on the market.
Versatile Call Processing!
 Designed to add both efficiency and operations
economy, Startel’s Data Processor provides the following enterprise-wide benefits:
The 25th Status Line—Lets agents see if
there is a call in queue, call waiting, or if an agent is in or out of rotation
or on mute.
Actions—Defines system- and client-specific
activities. Reminders notify agents of unfinished events, to perform an activity,
or to dispatch Messages via fax, email or alpha paging. Actions may be set as daily,
weekly, or monthly automatic functions.
Alphanumeric Paging—Sends sequentially
numbered pages (not by account number) to easily track each alpha page for quick
verification of the receipt of pages.
Call Status Box—Lets agents see the type
of call presented (like hold, fresh, transfer, voicemail, etc).
If Field—Lets agents enter temporary "on-the-fly"
instructions "if” a particular caller should call. Information is dated and time-stamped,
and agent initials are recorded.
Split Groups—Separates calls into groups
based on similar attributes for efficient call processing. Sets up to 64 different
priority levels per group and up to 62 different attributes to meet any customer
requirements.
Trunk Offsets—Allows incoming client identification
numbers to be changed to another number on a trunk-by-trunk basis.
Unlimited Patching—Allows cross connecting
a call to another call from any agent station connected to the system.
Message Slip/Templates—Lets you tailor
Message Forms to any client. Forms are displayed along with permanent account information,
and not hidden from view while an agent is taking a Message. System Message Forms
may be easily created, stored and copied.
Order Entry II— Lets you create, delete,
and print custom-designed layouts for orders forms, survey information or extended
Message Forms, and more. Zip codes, city and state are automatically imported. OE
II can also validate major credit cards.
Speed Dialing—Allows any number on the
screen to be speed dialed (with only one keystroke) by displaying a list.
Special Functions—Stamps up to 24 special
time stamps, system wide. Lets agent document any activity in the Message Form,
and is recorded for billing purposes.
Incomplete Messages—Automatically tracks
and displays all Messages not saved by the agent.
Information Exchange—Lets agents make choices
within a scripted Q & A, based on a customer's responses. Filters content to give
the agent information needed for a specific type of call. Calls progress more efficiently
and the subscriber receives only the information that they need.
Joint Users/Sub Accounts—Easily accommodates
complex accounts with multiple users having their own unique requirements and instructions.
Locate Field—Allows agents to enter temporary
"on the fly" information or instructions, which are dated, time-stamped, initialed
and recorded automatically.
Master Card—Provides a free-form Client
Profile/Master Card information field, allowing each client's information to be
unique. Client Profile may have its own "index" for quick access to specific information.
Up to 99 pages of profile information. Client Profiles (and Message Forms) may be
cloned to multiple accounts—ideal where the format of addresses or phone numbers
is common to a number of accounts. Speeds account set up.
A wealth of information at your fingertips!
Whether you’re a telco, university, healthcare provider or TAS, you need fast, easy
access to detailed information. Packed with time-saving high efficiency features
to enhance any call center, Startel’s Workstation Module includes a virtual wish-list
of functionalities, including:
Versatile Directory Options — Startel’s powerful database provides
next-generation call center functionalities and efficiencies. Information is easily
imported into the database, queried, and sorted, providing fast client updates from
single or multiple directories. Up to 7,000 characters can be imported directly
into the Message Slip. Most popular directories include:
- Default Directories that contain records
for a client's customers, colleagues, or contacts, or even a client's products/services.
- Extension Directories, which usually contain
a record for each person serviced by the account.
- Caller ID Directories, which contain ANI
& Caller name, etc., typically purchased by a client.
- Sub Directories, which help divide large
client directories into smaller ones so individuals can be grouped by departments,
locations, etc.
- Link Directories, which are typically used
to link a column in a directory to a menu directory, allowing agents to quickly
edit column values by choosing from a drop-down menu.
A Full Menu of Access Rights—Now you can easily assigns agents specific access rights,
as well as varying access levels through either Default Access rights or Custom
Access rights. Rights allow adding, editing, or deleting of information, as well
as entire directories.
Combining efficiency with functionality, Startel’s Voice Processor gives today’s
call centers a full repertoire of time-saving features, including conference bridging,
operator-less paging, and enhanced voice mail services. Clients can record multiple
voice mail messages, offer time-activated greetings, receive faxes, access their
accounts remotely, receive automated wake-up calls, deliver voice messages via e-mail,
and much more. Startel makes setup fast and easy, and customers can check messages
without agent intervention. In short, Startel’s Voice Processor is a model of flexible
voice messaging, and a truly exceptional value!
Reaching new heights!
Using the Startel Voice Logger, you can automatically record live conversations
at your call center and store them as discreet digital recordings (MP3) for future
playback. Startel's Voice Logger has the built-in intelligence to record only live
voices—so you can forget dead-air recordings (like hold time) and endless searches.
The integrated relational database provides quick and powerful queries on recordings
by date, time, agent, caller ID, and/or customer ID. You can record both inbound
and outbound conversations for timely feedback to agents—perfect for performance
reviews and training. And no more "he said, she said" disputes.
Powerful client management tools – anytime…anywhere!
Startel offers a wealth of performance features that leverage the power of the Internet
to save you time and boost your efficiency. These include:
Internet Directory — Lets clients remotely access and manage
directory information via the Internet. Better still, changes are available instantaneously
to all—remotely and at your call center. Users get directory access without contacting
an agent for information or updates. Client changes are reflected in activity logs
to streamline tracking.
Internet OnCall Scheduling — Allows for the remote management
of OnCall Schedules anytime, anywhere, via standard Internet browser. With no special
software to load, call centers or client administrators can access OnCall schedules
as often as necessary—to review scheduling, or make necessary scheduling changes
(if Access Rights allow).
Internet Form Retrieval — Gives clients convenient Internet
access to their Messages and IntelliForms—both new and filed. A real agent time
saver!
Internet Time Activated Alerts (TAA) — A Time Activated Alert
is a client-specific message or reminder that appears to agents at a scheduled time.
Internet TAA provides your clients with the means of managing their own Time Activated
Alerts using any Internet browser.
Hear customers attest to the benefits they have achieved with their Startel systems.
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